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Product Support Rep I - TechVertafore, Inc.

THIS JOB HAS EXPIRED

Vertafore is looking for a Product Support Representative (PSR), Tech Support to combine their experience in IT, SQL database, operating systems, and call centers to support a cutting-edge software solution. You will be directly impacting the insurance agencies ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making.
The PSR will combine their experience in the insurance industry, Microsoft Word and Excel, operating systems, IT, SQL database and call centers to support a cutting-edge software solution.

Accountabilities
95% of time spent troubleshooting problems and answering questions via inbound phone calls and chats or written internet based inquiries.
Provide support and assistance with multiple products to our customer by phone, chat, email or remote assistance.
Ability to consistently meet call center metrics and customer satisfaction goals.
Analyze problems with nonfunctioning equipment or software applications to identify problem area(s) and recommend corrective action.
Document clear and concise comments regarding customer problem and resolution.
Escalate unresolved issues promptly to resolve customer issues.
Recommend solutions for our knowledgebase to help customers and others in Support with troubleshooting.
Ability to identify customer needs and escalate to Sales or other departments when applicable.
Professional and Technical Competencies
Exceptional interpersonal and customer support experience required.
Excellent verbal and written communication skills.
Document customer questions and/or problems in our customer relationship management system.
Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
Detail-oriented and work with a high degree of accuracy and efficiency.
Build stable working relationships internally.
Apply company policies and procedures to resolve routine issues.
Normally receives detailed instructions on all new work under close supervision.
Ability to adhere to a predetermined work schedule as outlined in the Customer Support attendance policy.
Proficient with Microsoft Office Products.
Excellent English writing and grammar skills
Experience working with Chat software preferred

Vertafore Company Overview
Vertafore, Inc. is a leading provider of software and information to the insurance industry including independent agents, brokers, MGAs, carriers and reinsurers. For more than 30 years, Vertafore has leveraged a unique industry presence to deliver meaningful solutions?powerful technology, critical information and robust insights to help organizations effectively respond to business challenges and capture new opportunities. Vertafore solutions have helped more than 17,000 customers and 500,000 end users gain a competitive advantage to accelerate their business performance.

Currently, over 1,200 employees nationwide, with continued growth plans well into the future. Our corporate headquarters are in Bothell, WA with offices nationwide. We offer competitive compensation and benefit packages along with 18 days PTO/10 paid holidays, free parking and company sport teams and much more. A big advocate of training, development and promoting from within, we have a vested interest in our employees.

Vertafore is privately held by TPG Capital, the global buyout group of TPG, a leading private investment firm with a long-standing global presence. Founded in 1992, TPG Capital has $48 billion of assets under management and has extensive experience with global public and private investments executed through leveraged buyouts, recapitalizations, spinouts, growth investments, joint ventures and restructurings.